What happened to customer service?

[vsimkus]

I went to my local authorized Cummins parts distributor for a replacement fan bearing. It's a $150 part. I went in there with the fan support casting in hand, fully stripped of everything, expecting that they'll be able press the new bearing in for me. The parts guy, who was very helpful, went to the service department only to come back a minute later. He said that the service department wanted to charge an hour (@ $100/hour) to press the new bearing in. He rightly thought that I could get it done somewhere else.



He said that in the past they used to do things like that (be helpful). That they used to have a full machine shop. That they used to have a fuel guy; can't get Bosch parts there any more - gotta go to a Bosch shop.



What happened to customer service? I'm not expecting anything for nothing. For all the money that I have spent for "genuine Cummins" parts, I would expect the 5 minute bearing swap to be done for me for a token fee - not $100.



And the Bosh shop... one part of the website says that they're open from 7am to 10pm. Another says that they're open from 8 to 5. I show up at 7:15 and the place is locked. I call. The woman says that they're open but she doesn't have the keys to the front door (wtf?) and that the parts dept isn't open until 8. I call at 7pm The story I get is that the parts dept is open from 7 to 7. I explain to the guy that I got a different story just hours before. All of the sudden he's not sure any more - he's in the shop, not the parts department. WTF?



I have never gotten such terrible service until I needed diesel parts. The local autozone, is open from 8 to 10, yet the expensive-as-hell specialty shops seem to be determined to purposefully **** the customers off.



I just needed to vent... .





Vic

 

[HBarlow]

I think that is evidence of the cultural decline of our nation. I experience similar service often.

 

[raksasa]

I once read that people will not treat customers any better than they are treated as employees. On the other hand, our shift to an entitlement society has left people with some unrealistic expectations about what is "owed" to them by their employers.

 

[FOXY005]

I think that is evidence of the cultural decline of our nation. I experience similar service often.

Isn't that the truth.



I can remember way back to the Main Street Hardware Store where the Owner was behind the counter, and he knew where everything was in that store.

You could tell him what you were trying to fix and he could tell you what you needed and show you how to use it.

The owner rendered Customer Service with the knowledge that it would bring you back to buy again.



Now everything is "The Big Box Store" where most of the time it's ...

here's your cart get your stuff and check out ... . sometimes it's even self check out at the register.

 

[vsimkus]

Isn't that the truth.



I can remember way back to the Main Street Hardware Store where the Owner was behind the counter, and he knew where everything was in that store.

You could tell him what you were trying to fix and he could tell you what you needed and show you how to use it.

The owner rendered Customer Service with the knowledge that it would bring you back to buy again.



Now everything is "The Big Box Store" where most of the time it's ...

here's your cart get your stuff and check out ... . sometimes it's even self check out at the register.

I can only speak for two of the locations (the two that I shop at frequently), but those two Home Depot locations have exceptional service. They have what looks like retired tradesmen working there and they're actually able to give knowledgeable answers/advise. And while there are self-checkout lanes, the regular lanes are often staffed with very aesthetically pleasing women.



Lowes on the other hand... the girlfriend dragged me there once when we were redoing the kitchen cabinets. She wanted to check out their hinge selection. I asked the first employee I saw where the cabinet hinges were and got a reply of "umm... I've heard of them and I think we carry them. "



Vic

 

[Grizzly]

We have a Hardware store in Albuquerque where all employees and owners are very friendly, helpful and experienced in the trades. They also have just about anything you want in hardware, plumbing and electrical. Their prices are also reasonable and if you want to buy one small washer or screw, you can without having to buy a bagful.



I shop there often. The name of the Store is Chase Hardware and is located on North Forth Street.

 

[rholcom2]

I think partly to blame is the removal of a persons ability to think for themselves. The vast majority of chain stores have policies and procedures that each and every employee has to read during their employment "training". I encountered this when I went off to college and got a job at Lowes. Before long I was the "go to man" to answer virtually any and all questions. This came from growing up behind the counter of that small town hardware store, being the grandson of the owner. Grandpa always used to tell me "You don't think you are making much now, but some day you will have a house and you will realize what you have earned when you know how to fix something that has gone wrong". I have said that many times over in my 5+ years of home ownership.



Anyway, what about the comment as you are standing at the register paying for your goods "I'm going on break next, Where is so and so, Ah, he's on break, etc. etc. . That's my pet pieve.



AMEN raksasa to your entitlement comment!! I strive to leave the cave every day, kill something and drag it home. I figure if I do that enough times I will be ok. It feels as though we are being drug kicking and screaming towards a socialist society. But, I wont get started on that.

 

[pullya]

Have you had a recent experience of some of these "kids" running the cash registers trying to make change? If the register doesn't tell them how much change your suppose to get--your out of luck--they can't even count. The computers have replaced common knowledge and common sense!!!!!!!! IMO

Jay

 

[rbattelle]

To some degree, I can sympathize with the Cummins shop - the time and effort to press the bearing shouldn't come free. I read somewhere recently that the best way to make an enemy is to suggest his time and labor are worthless.

On the other hand, I agree with you, Vic, that $100 and an hour labor is a bit excessive (I'm assuming the job is a genuine 5-minute press). $5 or $10 sounds like a more reasonable fee.

Vic, you mentioned one thing I find interesting: they said they no longer have a machine shop. I believe that's indicative of a systemic problem with our educational system, which emphasizes college degrees and "tech" jobs to the near total exclusion of vocational work (mechanics, plumbers, carpenters, machinists, etc). It may very well be that it's not the case that the shop doesn't want a machine shop, but rather that there aren't enough qualified applicants for such a job.

It's also possible that there aren't any low-paid apprentices in the shop capable of pressing a bearing. Pressing a bearing is a simple task to anyone who's taken the time to learn, but it seems like the new class of mechanics are often parts-changers who may not feel comfortable doing the job. So a higher-paid old-timer has to come off a big-money job to take care of it.

Ryan

 

[Harlacher]

Good customer service is very rare these days. I make sure that only companies that give good service get my dollar. Home Depot in my area now gets all my hardware business. Lowes customer service really sucks and I will do without before I buy from them.



Extreme Diesel Performance has real bad customer service also; I will sell my truck before I buy anything from them again.



Refusing to give the bads one your money has to work in the long run. In your case Vic I think it has to be the Cummins store in your area. I would go on their web-site and find a way to contact the head office. I have done that with a John Deere dealer before. John Deere wrote back and said that dealers are independently owned but if they get a lot of bad customer service reports they would not sell to the dealer any more.



I agree with Harvey also it is a sign of the times. Our country is on a real downslide right now.



Paul

 

[rscurtis]

I once read that people will not treat customers any better than they are treated as employees. On the other hand, our shift to an entitlement society has left people with some unrealistic expectations about what is "owed" to them by their employers.

You are 100% correct. I've noticed the same thing myself.

 

[Adventure Bob]

Heres another line of thought... We have become so price sensative that we arent paying enough to ensure that we get customer service like youre describing. The old guy in the hardware store who could answer any question you had, charged more than the big box stores who pay the people the same as Burger King, thus we get the same service as Burger King. I have to know more about Autozones inventory than the kid at the counter or I can never get anything. But as a society we'll go elsewhere if a part is $15 more. You get what you pay for and we're no longer paying for cusotmer service.

 

[rbattelle]

Heres another line of thought... We have become so price sensative that we arent paying enough to ensure that we get customer service like youre describing.

That is a very good point.

Ryan

 

[Bob4x4]

Heres another line of thought... We have become so price sensative that we arent paying enough to ensure that we get customer service like youre describing. The old guy in the hardware store who could answer any question you had, charged more than the big box stores who pay the people the same as Burger King, thus we get the same service as Burger King. I have to know more about Autozones inventory than the kid at the counter or I can never get anything. But as a society we'll go elsewhere if a part is $15 more. You get what you pay for and we're no longer paying for cusotmer service.

I agree with that whole heartedly.

I see so many complaining about dealerships in the same way. Where did it start? Perhaps when the Jiffy Lubes started to take service work away?Perhaps when a tire store took a lil more.

How many people walk in to a dealership and pay full retail? When a dealer has to make 5 % profit to get the sale what will his overhead be payed out of?

 

[brods]

Heres another line of thought... We have become so price sensative that we arent paying enough to ensure that we get customer service like youre describing. The old guy in the hardware store who could answer any question you had, charged more than the big box stores who pay the people the same as Burger King, thus we get the same service as Burger King. I have to know more about Autozones inventory than the kid at the counter or I can never get anything. But as a society we'll go elsewhere if a part is $15 more. You get what you pay for and we're no longer paying for cusotmer service.

True! And internet shopping is making it even worse. How can a store, with all its associated overhead, compete with a guy taking orders by computer and drop shipping everything to the customers?

I agree with that whole heartedly.

I see so many complaining about dealerships in the same way. Where did it start? Perhaps when the Jiffy Lubes started to take service work away?Perhaps when a tire store took a lil more.

How many people walk in to a dealership and pay full retail? When a dealer has to make 5 % profit to get the sale what will his overhead be payed out of?

Bob4x4, where did it start?? At the dealerships themselves! I hesitate to go to the dealer even for warranty repairs on my vehicles because I'll invariably find loose and missing bolts, wire looms left unsecured, damage from using incorrect jacking points, etc. etc. There are also those PITA service writers who's job it is to sell you extra crap you don't need at prices that are out of sight! So I guess you can say it started when the dealerships decided to maximize profits in the service department rather than giving the customer a fair, honest solution to the problem they came in for.



I have no problem paying top dollar to a skilled craftsman who, because of his vast knowledge and experience, can do a quality job quickly and efficiently. Problem is there are fewer and fewer real craftsmen anymore (in any trades). It seems unthinking parts replacers who are pushed by management to be ever more "productive" are becoming the norm.

 

[Harlacher]

"Heres another line of thought... We have become so price sensative that we arent paying enough to ensure that we get customer service like youre describing. The old guy in the hardware store who could answer any question you had, charged more than the big box stores who pay the people the same as Burger King, thus we get the same service as Burger King. I have to know more about Autozones inventory than the kid at the counter or I can never get anything. But as a society we'll go elsewhere if a part is $15 more. You get what you pay for and we're no longer paying for cusotmer service. "



I agree to a certain degree; however, even with Internet sales there are some vendors who give good customer service while others do not. I will pay the extra money to a company that stands behind their products. A warranty isn't worth the paper it is written on anymore. Some companies like John Deere seem to be able to stay competitive and still provide customer service. Companies that lay off people as a cost savings method are always the first to go the same way that companies that cut customer service are. Look at Circuit City ten years ago they were on top; great customer service, something happened, all of a sudden 18 yr old kids were the experts. Now look at them.



Home Depot is making a concentrated effort to bring back customer service; they have a long way to go but are way ahead of Lowes in this area anyway.



I think the key is only spend money with the companies who somehow manage to keep prices low while providing good products.



I do a lot of business with BD, not because they are the cheapest but because of their customer service while Extreme Diesel has cheaper products and bad customer service. I will never spend another dime at Extreme Diesel. I think BD will be around for a long time while Extreme Diesel will be never get started if they do not realize how important the customer is.



Paul

 

[AMink]

Remember when HD commercials were touting having retired tradesmen in the different parts of the store? Heck, that stopped years ago in a lot of cases. I hate it when I know where something is in the store and the employee has no clue. Of course, I've probably spent more time in HD than most of their employees!:-laf

 

[MA2LA]

Heck even if you spend the money to get the best product you can it doesn't guaranty great customer service. I ordered a transmission from some one with the best rep you can have but thier should ship in a week ended up being almost 3 weeks. thier reply was sorry about that do you want to cancel the order(they called to let me know it would ship in a couple days). As a buisness owner myself this stuff kills me, at least let a customer know what is going on expecialy when they are dropping over 6gs with you. If i had known it would be 3 weeks till its shipped i proble would have gone with some one else since the truck is dead in the water.

 

[AClayton]

Heck even if you spend the money to get the best product you can it doesn't guaranty great customer service. I ordered a transmission from some one with the best rep you can have but thier should ship in a week ended up being almost 3 weeks. thier reply was sorry about that do you want to cancel the order(they called to let me know it would ship in a couple days). As a buisness owner myself this stuff kills me, at least let a customer know what is going on expecialy when they are dropping over 6gs with you. If i had known it would be 3 weeks till its shipped i proble would have gone with some one else since the truck is dead in the water.

Mine still has not shipped either... . you ordered yours ahead of me by about a week IIRC. I guess I have another couple of weeks to goBut,the truck looks good sitting in my driveway taking up space... ... . sarcastically speaking of course.



Alan

 

[Harlacher]

Heck even if you spend the money to get the best product you can it doesn't guaranty great customer service. I ordered a transmission from some one with the best rep you can have but thier should ship in a week ended up being almost 3 weeks. thier reply was sorry about that do you want to cancel the order(they called to let me know it would ship in a couple days).

I know what you mean; I get do you want to cancel the order a lot also. They know your truck is dead in the water and you need the parts so there is little chance that you will cancel.



I notice you did not mention who the vendor was, why not? They gave you crappy service and I think we should all avoid doing business with them. That is the only way it will stop. I know that sometimes it is a personality problem with one person, but if more people have problems with the company we can do something about it by not doing business with them.



What about a list of "Companies to Avoid" we could all input to the list and actually make an impact on a company. For me, it would make me feel like I was at least doing something. Does anyone know how we would do it? Would anyone be interested in starting a list? It would feel so nice to be able to do something besides just vent. Would it be legal?



Paul